ENA INNOVATION
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ENA Innovation — Legal Documents

Refund Policy

Last Updated: June 1, 2026
Contents

1. Nature of Our Services

EnaSpace, EnaFeedback, EnaSmartway, EnaQuality, EnaTto, and all associated products operated by ENA Innovation Sağlık ve Yazılım Teknolojileri San. Tic. A.Ş. are Software-as-a-Service (SaaS) products delivered digitally.

Upon payment confirmation, access to the subscribed plan is made available immediately. The digital service is provided continuously throughout the billing period — including platform infrastructure, data storage, API access, and operational support — regardless of the extent to which the subscriber actively uses features during that period.

2. General No-Refund Principle

Monthly Plans. Because the service is fully digital and performance begins immediately upon subscription commencement, fees paid for the current monthly billing period are non-refundable once the period has started. You may cancel at any time; cancellation takes effect at the end of the current billing period and you will not be charged for subsequent periods.

Annual Plans. Annual subscription fees are non-refundable in whole or in part once the annual term has commenced. If you cancel an annual Subscription, you retain access until the end of the annual term. No prorated refund is provided for the unused portion of the annual term.

This policy reflects the digital and immediately performed nature of the Services, as recognized under:

  • Turkish Law No. 6502 on Consumer Protection (distance selling provisions), Article 48, and the Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), Article 15(1)(ğ), which provides that the right of withdrawal does not apply to digital content delivered immediately upon consumer confirmation.
  • EU Directive 2019/770 on contracts for the supply of digital content and digital services, Article 16(m), which provides that the right of withdrawal is lost once performance has begun with the consumer's prior express consent.

Refund currency. Approved refunds are issued in the same currency as the original payment. ENA Innovation is not responsible for exchange rate fluctuations between payment date and refund date.

3. Exceptions

A refund may be considered at ENA Innovation's sole discretion in the following circumstances:

  1. Service outage. A verified technical failure attributable solely to ENA Innovation that rendered the Services completely inaccessible for more than 72 consecutive hours during the billing period, and where ENA Innovation failed to provide a meaningful remedy within a reasonable time.

  2. Duplicate charge. Documented evidence of a double-billing error for the same billing period.

  3. Subscription activated in error. An unintended subscription activation with no usage of the platform, reported to us within 48 hours of the charge.

Refund requests under this section must be submitted to [email protected] with supporting documentation. Approved refunds are processed within 14 business days via the original payment method.

4. Cancellation

You may cancel your Subscription at any time by:

  1. Navigating to your account settings in the portal at portal.enaspace.com.
  2. Selecting "Manage Subscription" and following the cancellation steps.
  3. Alternatively, contacting [email protected].

After cancellation:

  • Access continues until the end of the current billing period.
  • No further charges are made.
  • Your data is retained for 30 days post-cancellation, during which you may export it.
  • After 30 days, all associated data is permanently deleted.

5. Paddle — International Refund Requests

For subscriptions processed through Paddle (our international Merchant of Record), Paddle manages payment and billing on our behalf. Refund requests for Paddle-processed transactions may be submitted directly to Paddle through your transaction confirmation email or at paddle.com/support, subject to Paddle's refund policies and ENA Innovation's policy described above.

Paddle is responsible for communicating refund decisions in accordance with applicable consumer laws in your jurisdiction. ENA Innovation and Paddle coordinate to ensure consistent treatment.

6. PayTR — Domestic Refund Requests

For subscriptions processed through PayTR (domestic TRY billing), ENA Innovation manages the refund process directly. Approved refunds are returned to the original payment instrument within the processing timeframes of the relevant Turkish bank (typically 3–10 business days).

7. Right of Withdrawal Waiver

For Turkish consumers (Mesafeli Sözleşmeler Yönetmeliği, Article 15(1)(ğ)): During the checkout and subscription confirmation process, you are required to expressly acknowledge that: (i) the digital service will begin immediately upon payment confirmation; and (ii) by requesting immediate performance, you expressly waive your right of withdrawal under the Regulation on Distance Contracts. This confirmation is recorded at the time of subscription. If you did not provide this confirmation during checkout, your statutory right of withdrawal period may apply.

For EU/EEA consumers (Directive 2019/770, Article 16(m)): By completing subscription checkout, you expressly request that performance of the digital content service begins immediately, and you acknowledge that once performance has begun, you lose your right of withdrawal pursuant to EU Directive 2019/770 and applicable national implementing legislation. This consent is recorded at the time of subscription.

These waiver provisions apply only to consumers. Business customers (B2B) do not have statutory withdrawal rights under the above instruments.

8. Consumer and Statutory Rights

Nothing in this Refund Policy limits or excludes any mandatory rights available to you under the laws of your country of residence, including:

  • Turkish consumers: Rights under Law No. 6502 on Consumer Protection, particularly Article 48 (distance contracts) and the Regulation on Distance Contracts. Where you qualify as a consumer (not a business) and have not begun using the digital service, you may have a statutory right of withdrawal subject to the waiver conditions described in Section 7.
  • EU consumers: Rights under applicable EU consumer protection directives. EU consumers transacting through Paddle benefit from Paddle's consumer rights compliance as Merchant of Record.

If you believe your statutory rights apply and have not been honoured, please contact us at [email protected].

9. Chargebacks

If you initiate a chargeback or payment dispute with your bank, card issuer, or payment provider in respect of a charge that you believe was unauthorized or erroneous, we strongly encourage you to contact us first at [email protected] to resolve the matter directly. We will respond within 3 business days.

Where a chargeback is initiated without prior contact, or where the chargeback is found to be unsubstantiated: (a) access to the Services may be immediately suspended pending resolution; (b) ENA Innovation will submit documentation to the relevant payment provider or card network in response to the dispute; and (c) accounts subject to repeated unsubstantiated chargebacks may be terminated pursuant to the Terms of Service.

10. Service Credits (SLA Credit Option)

In circumstances that would otherwise qualify for a refund under Section 3(1) (verified service outage), you may elect to receive service credits instead of a monetary refund. Service credits are applied to your next billing period and are calculated at 1.5× the pro-rata daily value of the affected subscription period for each day of qualifying outage.

Service credits: (a) have no cash value; (b) are not transferable; (c) expire 12 months from issuance; and (d) apply only to the affected subscription. To request service credits instead of a refund, indicate your preference when submitting your refund request.

11. Contact

For refund requests or billing inquiries:

ENA Innovation Sağlık ve Yazılım Teknolojileri San. Tic. A.Ş.